- “By 2027, 40% of knowledge management systems that do not include AI/ML-powered capture, authoring, curation, and contextualization capabilities will fail to meet operational and strategic goals.”
![Shelf’s AI Knowledge Management System: image 3](https://shelf.io/wp-content/uploads/2023/06/image_1-5.png)
Top Benefits of Shelf's AI Knowledge Management System for Call Centers
- Increasing Productivity: Automate time-consuming tasks and reduce manual errors, freeing up your team to focus on more strategic activities.
- Consistent Accuracy: Ensure uniform knowledge across your call center with automation and user-friendly processes.
- A Collaborative Powerhouse: Foster collaboration and knowledge sharing among team members, departments, and locations with intuitive collaboration features.
- AI-Driven Answers: AI-powered solutions provide accurate answers to agents quickly and easily, saving time and effort.
- A Tailor-Made Solution: Knowledge automation solutions are highly flexible and can be customized to your organization's unique needs, ensuring seamless integration into your existing workflow.
- Real-Time Knowledge Updates: Implement changes and update your knowledge resources in real time, ensuring that your call center agents have access to the most up-to-date and accurate information.
![Shelf’s AI Knowledge Management System: image 4](https://shelf.io/wp-content/uploads/2023/06/image_2-3.png)
- Scalability: Shelf's AI-powered KMS is designed to grow with your organization, allowing for easy scaling and accommodating an expanding number of users, departments, and locations.
- Seamless Integration with Existing Systems: Effortlessly integrate the KMS with your call center's existing CRM, ticketing, and communication tools for a unified user experience and streamlined knowledge management.
- An Elevated Customer Experience: Empower your agents with instant access to accurate and timely information, leading to efficient problem-solving, reduced wait times, and improved overall customer satisfaction.
- Accelerated Training: Leverage AI-driven knowledge management solutions to streamline agent onboarding and training processes, ultimately reducing training time and cost.
Real-World Results from Shelf's AI Knowledge Management System
Organizations that have implemented Shelf’s AI-powered KMS have experienced significant improvements in their call center operations, including:![Shelf’s AI Knowledge Management System: image 5](https://shelf.io/wp-content/uploads/2023/06/image_2-8.png)
- Reduced Average Handle Times: By using knowledge governance, tasks can be automated to keep content up-to-date and accurate everywhere a customer has a question and better-supporting agents. Shelf customers have seen a 20-second decrease in AHT.
- Improved Deflection Rates: With digital assistants, IVR integrations, and an easy-to-use self-service portal, customers can help themselves, reducing the need to escalate calls to a live agent. Shelf customers have achieved a 40% deflection rate.
- Increased KMS Adoption: By integrating Shelf into existing customer service workflows, it’s 10X easier for agents to provide the right answers to customers with AI and context-driven suggestions. Shelf customers have seen a 35% increase in agent adoption.
- Increased Net Promoter Scores: With the ability to capture, manage, and maintain content in a cohesive knowledge experience, agents can quickly onboard and become experts. Shelf customers have achieved an 85% growth in their NPS over the course of 3 months.
Embrace the Future of Knowledge Management
By investing in Shelf's AI-powered KMS, call centers can enjoy increased efficiency, improved agent productivity, and higher customer satisfaction, staying ahead of the competition in the ever-evolving business landscape of 2023. Read more about our platform and request your demo today. References- Gartner, Market Guide for Customer Service Knowledge Management Systems, Pri Rathnayake, and Drew Kraus, 20 September 2022